Member Services Representative II; Tustin, CA

Overview

Provides consultative services to members regarding credit union products and services by assessing member needs. Assists members in establishing memberships, loan accounts and services, share accounts and savings services, completing necessary documents and performing data entry of records in compliance with audit requirements. Processes transactions for members and frequently serves as the initial point of contact between the Credit Union and members.

Promotes optimal member engagement by providing specific, accurate and timely information regarding Credit Union products and services and actively referring members to Wescom products and services when appropriate. Responsible for engaging new and existing members to deepen their relationship with the Credit Union, including applications for home equity products and referrals for first mortgage real estate services.

• Consistently provides a high level of service and is committed to increasing member satisfaction by using a consultative approach during all member interactions.
• Adheres to Branch Service Standards and Wescom s Mission, Vision, Core Values and Team Attributes; ensures issues are handled properly and resolved at first contact.
• Promotes advocacy and focuses on delivering the Member Experience and achieving favorable results in Member Experience Surveys.
• Provides platform and teller support; flexible to assist in Platform and Operations as needed by business requirements.
• Maintains Omni-channel proficiency with mobile, contact and online banking services.
• Conducts wellness calls from assigned lists (e.g., pre-approvals, new member engagement).
• Responds to inquiries from members, departments and Branch Management in a timely manner.
• Identifies and refers Wescom product and service opportunities; collaborates with branch partners and specialists.
• Identifies, refers and assists members with auto/personal loan and credit card pre-approvals.
• Identifies, mitigates and reports potential fraudulent activity.
• Produces high quality, accurate work with minimal errors and outages.
• Leverages CON2
  
  ECT model to build relationships and identify member needs; collaborates with business partners to refer members to Financial Services, Insurance Services, Real Estate and Autoland.
• Maintains knowledge of products and services; performs day-to-day transactions and answers inquiries per policies and procedures; may assist with coin and cash machine servicing.
• Processes applications for consumer loan products (auto loans, credit cards, unsecured lines) and home equity loans/lines; serves as member advocate through the loan process; provides basic credit review counseling for declined loans.
• Supports savings and deposit products (checking, certificates, money market, IRAs); remains proficient with fiduciary processes (trusts, fiduciary accounts, Powers of Attorney, Notary).
• Contributes to growth through needs-based conversations and relationship building; pursues assigned production goals and ensures optimal member engagement and migration to delivery channels.
• Discusses Insurance and Financial Services with members and refers to in-branch specialists; takes home equity applications and makes mortgage referrals to Mortgage Loan Originators.
• Potential career path to Member Service Representative III with required licensing and approval by Branch Management and relevant leadership.

• High School graduate.
• Previous financial industry and customer service experience preferred.
• This job description represents the minimum levels of knowledge, skills and abilities. Other duties may be required by branch management.

• Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained.
• Maintain licensing as Notary Public.

• Proficient in Microsoft Word, Excel, Outlook; proficient with the Credit Union s operating system and specialized software.
• Ability to perform basic mathematical operations including rates, ratios and percentages.

The position requires the ability to stand, walk, sit, use hands, reach, balance, stoop,…